Eleanor H. Wertheim

School of Psychological Science

What to do when there is a conflict:

Keys to being a successful conflict resolver

When you hear the word When you hear the word conflictconflict, , what are the what are the

wordswords, , thoughtsthoughts, and , and imagesimages

that come to mind?that come to mind?

Conflict

Fighting

Anger

Destruction

Fear

Our associations with conflict Our associations with conflict are often negativeare often negative

What is conflict?What is conflict?

Two or more ‘parties’Two or more ‘parties’ It appears that the parties have incompatible needs It appears that the parties have incompatible needs

or wantsor wants Conflict is inevitable – it is how we handle it that is Conflict is inevitable – it is how we handle it that is

importantimportant

How do people try to resolve How do people try to resolve conflict? conflict?

FightingFighting

(Contending)(Contending)

How do people try to resolve How do people try to resolve conflict? conflict?

Giving inGiving in

(yielding,(yielding,

smoothing)smoothing)

AvoidingAvoiding

How do people try to resolve How do people try to resolve conflict? conflict?

How do people try to resolve How do people try to resolve conflict? conflict?

CompromisingCompromising

How do people try to resolve How do people try to resolve conflict? conflict?

Creative Creative

problem solvingproblem solving

• Assumes everyone can Assumes everyone can

have their important have their important

needs metneeds met

• Focuses on Focuses on interestsinterests

(wants, needs, (wants, needs,

concerns) & concerns) & optionsoptions

What does all this have to do What does all this have to do with conflict in with conflict in

community organisations?community organisations?

ResourcesResources• Financial resources (budgets)Financial resources (budgets)

• Human resources Human resources

• TimeTime

Organisational change, projects, activitiesOrganisational change, projects, activities

Keys to being a successful Keys to being a successful conflict resolverconflict resolver

Fighting Fighting

Giving inGiving in

AvoidingAvoiding

CompromisingCompromising Creative problem solvingCreative problem solving

#1. #1. Be aware of our instinctive Be aware of our instinctive response to conflict – response to conflict –

Then Then choosechoose how to respond how to respond

An An opportunityopportunity for for creative problem solvingcreative problem solving

Hmm, this is an interesting situation…

…what can we do about it?

#2. Develop a new vision of #2. Develop a new vision of conflictconflict

#3. Set a collaborative context#3. Set a collaborative context

Cooperative Behaviour tends to elicit

Cooperative Responses

Competitive Behaviour tends to elicit

Competitive Responses

Morton Deutsch’s Morton Deutsch’s

Law of Social RelationsLaw of Social Relations

• Initiate Initiate cooperationcooperation• Create a team approach Create a team approach • Build the relationshipBuild the relationship

#3. Set a collaborative context#3. Set a collaborative context

#4. #4. Focus on Focus on interestsinterests & & optionsoptions, , not positionsnot positions

Listen wellListen well

Acquire skills - the aim of todayAcquire skills - the aim of today

Analyse the conflictAnalyse the conflict Prepare for the process Prepare for the process

#5. #5. Acquire skills & prepare wellAcquire skills & prepare well

What can I learnfrom this?

Expect set backsExpect set backs

#6. #6. SeeSee ‘frustrations’ and ‘blocks’ ‘frustrations’ and ‘blocks’

as as learning opportunitieslearning opportunities

.

• Help with processHelp with process:: mediator, facilitator, mediator, facilitator, consultantsconsultants

• Help with decision makingHelp with decision making:: expert expert advisors, arbitrator, judgeadvisors, arbitrator, judge

#7. #7. Find support from useful Find support from useful third partiesthird parties

#8. Consider what you will do if #8. Consider what you will do if negotiations break downnegotiations break down

#9. #9. Make agreements that will lastMake agreements that will last

Conflict

interests options

mediation

Creativeproblemsolvingnegotiation

Learning opportunities

• It is in YOUR interests to meet THEIR It is in YOUR interests to meet THEIR interests interests

• Think of the long term Think of the long term consequencesconsequences

#9. #9. Make agreements that will lastMake agreements that will last

Conflict is all around usConflict with Supervisees

Conflict with supervisors

Conflict with Co-workers

Conflict on the Board of Management

Conflict between departments

International conflict

Conflict at home with family

Political conflict

Conflict between

organisations

Conflict with

neighbours